§ Mr. DavidsonTo ask the Secretary of State for the Home Department what guidance he has issued on the target waiting time for calls to the telephone inquiry bureau of the immigration directorate; and what steps he has taken to reduce waiting times. [10483]
§ Mr. Mike O'BrienWaiting time and staff productivity targets are reviewed regularly. Productivity targets are either met or exceeded but the need to divert staff to deal with personal callers in the public inquiry office has resulted in some failure to meet waiting time targets. Priority at busy times will continue to be given to142W personal callers but extra staff are being recruited to cover the telephones. Immigration applicants are being encouraged to make telephone inquiries to the case worker handling their case.